Product Support Group Manager

Product Support Manager will lead department of supervisors and high-level technicians, in technology focused teams, that are responsible for the status and monitoring of the installed machine base, for preventing and solving machine problems.

Principles & Duties

• Provide exceptional customer service while maintaining cost efficiency and high quality of service
• Manage and develop direct reports that solve technical service problems from remote locations
• Ensure that team follows TRUMPF standards, methods, tools and platforms Endorse and advance new technologies that can improve the efficiency and effectiveness of repair while enhancing the customer experience, like proactive service and other smart services solutions
• Long- and midterm capacity management, assure qualification and training of whole team
• Review service KPIs and define measure. Define and follow up on improvement measure. Promote continuous improvement activities: Hold daily/weekly synchro meetings with all reports for transparency and growth
• Maintain good relations with customers, field service engineers, engineering and other TRUMPF personnel in a professional manner
• Ensure all direct reports follow proper procedures for case work, mission prep, technical reports, escalations and follow ups
• Manage personnel for proper introduction of new products
• Establish regular project coordination meetings to provide technical advice and to resolve problems Work closely with other service managers, FSEs, schedulers, installation coordinators and expeditors to ensure efficient and effective troubleshooting, inhouse and in the field
• Responsible for all in-house KPI data, make adjustments and trainings as needed
• Provide regular feedback to R & D and production departments
• Travel when required, ~20%

Experience/Education

Three years management experience is preferred, as well as some technical experience preferably managing in a technical field with direct reports. Strong written, verbal and communication skills as well as excellent analytical and problem-solving skills are required.

Associates Degree in business management or the suitable combination of education and work experience.

TRUMPF is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, citizenship, disability, veteran status, or other protected class.

TRUMPF Inc. endeavors to make TRUMPF careers pages accessible to any and all users. If you would like to contact us regarding the accessibility of our website or need assistance in completing the applications process, please contact our HR department at 860.255.6000 or at [email protected]. This contact information is for accommodation requests only and can not be used to inquire about the status of application.